Customer Service in the UK – In 2024 How Are We Really Being Served?

Bob & Jeremy's Conflab

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In our latest episode, we examine new research into the level of customer satisfaction in the UK, where the landscape has shifted dramatically in recent years. We start by discussing the reasons behind the decline in customer’s experiences, from the pandemic's shake-up of our shopping habits, to Brexit and the economic and political whirlwinds influencing staffing.
As we navigate the transformation of customer service, we acknowledge the impact of digital communication, which has both streamlined and complicated customer interactions. In a candid conversation, we highlight the fresh challenges confronting a new breed of contact centre employee, less tethered to traditional phone-based support. Brexit's ripple effects on staffing and the dissonance between consumer expectations and business realities allow us to delve into the tough questions facing the service industry today.
To cap off, we share personal tales that bring home the significance of stellar customer service in the sales journey. We debate the nuances of the UK's tipping culture and its influence on team cohesion and fairness, alongside technology's role in reshaping these interactions. Considering the varied expectations across service sectors, we prompt a broader dialogue on societal norms and dependency on tips for income.
Join us for an episode that doesn't just talk about customer service—but elevates it to an art form, but one we know something about – the art of selling - crucial to the success of any thriving business.

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Reality Training - Selling Certainty

Chapters

1. Customer Service Decline and Solutions (00:00:00)

2. Customer Service Challenges in Modern Industry (00:06:02)

3. Customer Service and Sales Excellence (00:20:09)

4. Tipping and Customer Service Culture (00:27:15)